Undercover Boss Brings Exposure to Mystery Shopping

The television show 'Undercover Boss' sheds new light on the mystery shopping industry for those that have never contemplated the benefits of using this type of service. This show takes high ranking executives from major American companies and follows them as they step out of their comfortable … [Read more...]

Choosing a Mystery Shopping Provider: Five Essential Questions

With literally hundreds of providers eager to help you implement a mystery shopping program, knowing where to begin and what to look for can feel like a mystery in itself. Fortunately, finding the provider that’s right for your and your business comes down to answering five essential questions. … [Read more...]

Mystery Shopping Program Frequency

One of the Most Frequently Asked Questions that I hear about setting up a mystery shopping program deals with frequency of shops. Should we choose once a day, once a week, once a month, or once a quarter? My answer is always the same: it depends on your program goals and your budget. Let's face it- … [Read more...]

Ignoring Results of Customer Research

Many companies use surveys to measure objectives like employee behaviors or brand perceptions. But the data collected is often ignored. So why collect the data if it is not going to be used correctly? Greg Stuart, former CEO of the Interactive Advertising Bureau, stated, Marketers generally … [Read more...]

ICC/Decision Services Partners with STELLAService to Launch E-Shops

Will Provide a Customer Service Benchmarking and Competitive Intelligence Program for Online Retailers New York, NY (PRWEB) January 10, 2011 -- ICC/Decision Services is proud to announce a new partnership with STELLAService, the authority for measuring and benchmarking online customer service … [Read more...]

ICC/Decision Services’ SMART tool helps retailers track and manage their social media image

By: Joseph Tarnowski, Progressive Grocer But just as social media can spread a negative message like wildfire, it can do the same for positive messages, too, and the natural and organic foods retailer leveraged this fact to get back into consumers’ good graces, by posting a note on its Facebook page … [Read more...]